Keys to Beating Backorder Frustration

Posted by Jeanna Courter on Jun 1, 2016 10:32:31 AM

Customers never enjoy receiving the dreaded news that the product they purchased or are thinking about purchasing is on backorder. The assignment of reorder points and regular reviews of inventory level reports are two strategies that can help a retailer prevent backorders and the frustration that comes along. However, no company is immune to backorders. It’s important to know how to communicate backorders to customers and respond to customers who have ordered a product that is out of stock. Here are some tips to help keep a positive customer experience during these situations.  

Proactive communication is key

Communicate to customers on the front end by noting the backorder on your website. Even better, include an expected ship date if you have that information available. If a customer has already made a purchase before the backorder update was communicated, the customer deserves a timely notification that a purchased product is currently out of stock. As soon as you receive news of the backordered product, reach out to customers by phone and/or by e-mail to notify them. Whenever possible, provide customers with an estimated shipping date and let customers know that you will be providing them with regular updates on the status of their backorders. 

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Topics: Managing Backorders, retailer

Retailer Compliance: Tips for Success

Posted by Jeanna Courter on Jul 26, 2013 5:41:00 PM

In today’s fast paced world, retailers demand efficiency, simplicity and accuracy at controlled costs.  The requirements to do business revolve around your ability to deliver your product to market at the lowest possible cost.  When considering establishing a relationship with a major retailer, such as Target, Walmart and Barnes and Nobles, understand that every retailer has a set of unique requirements designed to manage costs in the supply chain.  These requirements are presented through a routing guide.  Retailers want to know what they are purchasing and when it will arrive because their goal is to receive your product and turn the inventory as quickly as they can to recoup their investment in your inventory.  Packaging, labeling, notification, routing, scheduling, EDI, web portals … what do you do?  So many passwords so little time!

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Topics: Fulfillment Services, Product Fulfillment, Product Fulfillment Services, Managing Backorders, Retailer Compliance, order fulfillment

Managing Backorders & Keeping Customers Happy

Posted by Jeanna Courter on Jul 18, 2013 10:34:00 AM

Any organization that distributes products has had to wrestle with the issue of backorders at some point and whether to allow or not allow backorders to customers. With the global economy becoming more competitive every day, many organizations are willing to risk backorders and the challenges they present in order to maintain lower inventory levels and free up valuable cash flow. If you’ve ever ordered something from a website or online catalog, chances are you’ve experienced this first hand and understand the customer impact. So what are some best practices to effectively manage backorders and maintain highly satisfied customers? Below are some recommendations to consider:

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Topics: Fulfillment Services, Product Fulfillment, Third Party Logistics, Inventory Management, Product Fulfillment Services, Managing Backorders, Customer Service, Contact Center, order fulfillment

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